Role Overview
The Head of Support will own the support operation, education strategy, and team that executes both. This role serves the masses, every advisor, at every stage of their journey with Tern.
What You Will Do
Own the support operation end to end, set the standard for what AI handles vs. what escalates to a human, build a content production system, own the Tern & Learn curriculum, and lead a team of support and education specialists.
Why It Might Be a Fit
You've been in the queue and managed the queue, experience building scalable education programs, and have a track record of building measurement into education programs from day one.
Requirements
- Experience building scalable education programs at a B2B SaaS company that sells to SMB or mid-market businesses
- Experience optimizing a help center and support operation to drive advisor behavior change
- People management experience with distributed teams
- Operational instincts
- Genuinely comfortable as both a coach and an individual contributor
Benefits
- Competitive salary
- Equity
- Benefits package
Originally posted on